4 June 2019
During a routine inspection
Crossroads Care Greater Manchester is a domiciliary care agency registered to provide personal care to adults and children who live in their own homes. At the time of the inspection the service was providing personal care to 48 adults and seven children.
Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found:
People continued to receive a consistently good service and felt safe with the support they received from the staff.
Staff were reliable, caring and professional in their approach to their work.
People and staff spoke of the registered manager's and senior staff team’s commitment to provide a high quality of service. One relative told us, “The agency are excellent all round. Staff are genuinely caring." Another person told us, “Crossroads provide a 5 star service with continuity that is essential to my relative's needs.”
The service assessed people's needs in partnership with them to help ensure they received appropriate care that was person-centred.
The service worked in close partnership with healthcare professionals and families to ensure people’s health care needs were met. We received positive feedback from healthcare and training professionals about the service provided and the open nature of the management team.
People were safeguarded against the risks of abuse and harm by the systems and by the staff training in place. Risks to people were assessed and mitigated.
When incidents took place, the provider reflected on events to help reduce the risk of these happening again.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.
Staff had access to a comprehensive training programme developed by the company. Staffing levels were continuously reviewed to ensure there were enough staff to provide reliable, flexible and responsive care.
They worked in partnership and proactively with other organisations. This was demonstrated by the innovative Carers Link scheme set up by the provider to give unpaid carers support and a break from their caring role.
The service continued to be well-led and benefitted from clear and consistent leadership. The registered manager had improved consistency across all the offices the provider ran to ensure the quality of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection:
The last rating for this service was good (published 6 December 2016).
Why we inspected:
This was a planned inspection based on the previous rating.
Follow up:
We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.